32 Customer Experience Director jobs in Johannesburg

Annually Cost To Company (Market related)

Are you passionate about delivering exceptional customer experiences? Do you thrive in fast-paced environments where every interaction matters? Join our client's revolutionary automotive group that's transforming how South Africans buy and sell vehicles through cutting-edge digital innovation.

This is your chance to be the face of exceptional customer service in a digitally advanced automotive environment. You'll ensure every customer interaction exceeds expectations while supporting seamless operations across our client's innovative platforms.

• Coordinate weekly delivery logistics and manage comprehensive delivery boards
• Monitor and respond to customer communications across digital platforms
• Conduct thorough vehicle quality inspections to maintain premium standards
• Ensure no defective vehicles reach customers - maintaining the highest quality standards
• Coordinate driver logistics for customer pickups and deliveries
• Prepare vehicles for handover with meticulous attention to detail

• Provide warm, professional meet-and-greet services for all customers
• Coordinate hospitality services to ensure customer comfort during visits
• Manage trade-in vehicle evaluations and VIN verification processes
• Complete comprehensive FICA and insurance administration
• Conduct detailed test drives demonstrating vehicle features and confirming mechanical integrity
• Execute thorough Customer Protection Act (CPA) compliance procedures
• Handle all delivery documentation with precision and professionalism
• Provide branded gifts and ensure customers receive all promised items

• Conduct 24-hour follow-up calls to ensure customer satisfaction
• Manage the comprehensive 21-day customer care process
• Handle comeback management with solution-focused approaches
• Coordinate rental vehicles when required (with management approval)
• Oversee license and registration processes to completion
• Ensure all promised deliverables reach customers (number plates, documentation, refunds)

• Maintain showroom presentation to premium standards
• Coordinate vehicle displays with perfect pricing alignment and branding
• Manage car cleaning standards and quality control
• Oversee security protocols for building and facility lock-up
• Administer fuel management systems and driver coordination
• Conduct weekly vehicle inspection quality checks

• Perform accurate vehicle assessments using industry-standard tools
• Determine vehicle retention value through comprehensive inspections
• Utilize pricing platforms to ensure competitive market positioning

• Grade 12 qualification (non-negotiable)
• Customer service certification or diploma
• Minimum 2 years customer-facing experience
• Leadership capabilities and team collaboration skills

• Advanced Microsoft Office Suite (Word, Excel, PowerPoint)
• Automotive platform experience advantageous
• CRM system familiarity preferred

• Superior customer engagement - you genuinely care about creating exceptional experiences
• Pressure management - maintain excellence even during busy periods
• Transparency and integrity - honest communication builds lasting relationships
• Administrative excellence - meticulous attention to detail in all processes
• Process-driven mindset - you thrive with structured procedures and protocols
• Deadline focused - able to prioritize workloads and meet critical timelines
• Instruction execution - reliable follow-through on all directives
• Team collaboration - supportive team player who elevates others

Please note only shortlisted candidates will be contacted

CUSTOMER EXPERIENCE EXECUTIVE R18000 - R2000 / Johannesburg North
Matric with at least 2 years of experience in a customer interfacing role.
MS Word: Word, Excel, PowerPoint, prior Industry related platform experience will be advantageous. Delivery logistics - monitor the delivery board, monitor customer care, Inspect vehicles that are planned to be delivered, Arrange the drivers for pickups from customer destination to dealer, prepare the cars for delivery/collection and ensure car ready for delivery. Customer Handover, Aftersales, Showroom and facilities coordination as well as evaluations.

Dream Hotels & Resorts lives by its 8 core values. Our team is dedicated to being
reliable
and accountable, fostering
empathy
to understand others' feelings and collaboratively find solutions, and prioritizing
sustainability
in environmental, financial, and social aspects. Rooted in
humanity, trust, dynamism, excellence, and joy
, we celebrate diversity, prioritize integrity, embrace creativity, pursue quality, and foster a joyful work environment to connect people with our surroundings and each other. These play a part in our day-to-day decision making & operational requirements.

To deliver exceptional customer service by managing guest interactions across all touchpoints reservations, queries, complaints, and follow-ups. This role plays a key part in ensuring customer satisfaction, loyalty, and the smooth functioning of Central Reservations and Rentals operations.

Job Overview
Please take note this is a 4 months contract. As a Customer Experience Executive at Dream Hotels and Resorts, you will be at the forefront of delivering outstanding service to our guests. Your primary responsibility will be to manage all customer interactions, ensuring a seamless and memorable experience from reservation to departure. This role requires you to handle reservations, manage customer complaints, provide information about our services, and build strong relationships with clients to ensure repeated business. You will also support administrative functions, oversee the training and development of staff, and ensure compliance with company standards and policies. By consistently maintaining high service quality, you will play a crucial role in enhancing customer satisfaction and loyalty.

Key Responsibilities

• Manage and process all reservation requests, modifications, and cancellations.
• Handle exchanges, rental pools, welcome calls, incoming calls, and queries.
• Verify owner and guest details across timeshare, exchange, and rental bookings.
• Maintain accurate stock levels of flexi and fixed timeshare units.
• Provide product and destination information to clients, owners, and guests.
• Deliver professional, courteous service and resolve complaints effectively.
• Input and retrieve information using reservation systems (eRes, Nebula, in-house).
• Prepare quotes, confirmations, and invoices for bookings.
• Collect, verify, and manage payments from clients and OTAs.
• Perform general administrative duties and provide support to supervisors.
• Build strong client relationships and encourage repeat business.
• Maintain accurate records and ensure account clean-up and age analysis.
• Compile and present accurate monthly reports.

Qualifications And Experience

• 0 - 2 years of experience in the hospitality industry
• Computer literate (Microsoft Word, Excel, Outlook).
• Fully bilingual in English and Afrikaans.
• Solid geographical knowledge of South Africa.
• Familiarity with basic accounting and debtors' functions. Own reliable transport and willingness to travel if required.
• Experience using reservation systems (e.g., eRes, Nebula, Opera, Galileo).
• Understanding of the timeshare and exchange ecosystem.
• Basic knowledge of OTA (Online Travel Agency) platforms.
• Must have knowledge of SANparks